Tessera Data · 20 hours ago
Support Engineer
Denver, CO
Full-time
Hybrid
Entry, Mid Level
$72K/yr - $90K/yr
2+ years expCheckr is building a data platform to power safe and fair decisions, serving over 100,000 customers. As a Support Engineer II, you will assist customers with technical issues, act as a liaison between support and engineering, and participate in on-call rotations to ensure excellent customer experiences during incidents.
Data StorageDatabaseInformation TechnologyRisk Management
Responsibilities
Handle complex debugging and troubleshooting necessitating a high level of technical expertise, and create world-class customer experiences with rapid resolutions and stellar communications
Act as the primary point of contact between engineering, customers and customer-facing teams, creating and managing escalations in Jira, minimizing resolution times and increasing the efficiency of engineering engagements
Participate in a 24/7 on-call rotation as customer communication liaison, drafting customer communications, updating the company status page, and ensuring customer-facing teams have the information they need to maintain a superb customer experience during incidents
Provide quality technical support to our customers and partners, leveraging our Salesforce ticketing system and customer screen sharing calls
Troubleshoot code and conduct deep-dive investigations up to the application level, utilizing tools such as DataDog, Snowflake, and API logs analysis, escalating to engineering when necessary
Utilize pre-written scripts and runbooks to efficiently handle complex manual support tasks
Execute high visibility critical incident communications, translating impact information from engineering to customers and customer-facing teams during 24/7 on-call shifts
Manage escalations, incident-related remediation tasks and process improvements in Jira using our team’s kanban boards
Contribute to internal team documentation in Confluence, fostering a continuous learning environment
Qualification
Required
2+ years of experience in a customer-facing technical role in a SaaS company, including hands-on experience with APIs and technical support for API products
Demonstrated skills in technical troubleshooting, debugging, and collaborating with engineering teams. Tools expertise including cURL and Postman. Familiarity with Python and Ruby on Rails would be helpful
Exceptional communication skills, capable of explaining complex information to non-technical audiences in a clear, empathetic manner
Strong attention to detail and effective time management skills
High level of English proficiency
Strong proficiency in SQL, basic understanding of engineering principles, and experience with observability tools like Datadog, Prometheus, etc
Benefits
Learning and development allowance
100% medical, dental, and vision coverage
Up to $25K reimbursement for fertility, adoption, and parental planning services
Flexible PTO policy
Monthly wellness stipend
Company
Tessera Data
Tessera Data is an IT company that provides valuable people data for informed safety decisions and background checks.
51-200 employees
H1B Sponsorship
Tessera Data has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2022 (1)
Funding
Current Stage
Growth StageCompany data provided by crunchbase